Calix, Inc. announced revolutionary advancements for data sharing between customer support and broadband operations teams. The latest evolution of Calix Service Cloud (formerly Support Cloud) and Calix Operations Cloud--integral components of Calix Cloud®? on the Calix broadband platform--enable customer service representatives (CSRs) to proactively identify and solve subscriber issues faster. These updates give customer support teams streamlined and comprehensive visibility into subscriber impacts and network insights once available only to operations teams. Enhanced customer support sets rural and regional broadband service providers (BSPs) apart from legacy Tier 1 competitors struggling with data fragmentation.

The latest advancements for Service Cloud and Operations Cloud enable CSRs to seamlessly navigate between the two interfaces on a single dashboard, accessing both customer support and operations insights to quickly dig more deeply into individual subscriber issues. This level of service and support directly contributes to higher rates of subscriber satisfaction, promotes subscriber loyalty, and boosts Net Promoter Scores (NPS®?). Increasingly, BSPs serving rural, regional communities are transforming their business models by embracing managed services that enable them to deliver differentiated value to their communities.

Integrated managed services on the Calix platform create an opportunity for BSPs to expand to serve new markets--business, government, education--in addition to residential. As the role of the local BSP evolves and expands, CSRs need the insights that enable them to be brand ambassadors who can seamlessly solve problems and uphold brand value. Calix is meeting this need for CSRs.

The power of Operations Cloud is its amazing ability to deliver real-time network insights. These insights are immediately shared and available within a simple, streamlined, easy-to-use dashboard in Service Cloud. Customer support teams with Service Cloud can also access alerts and notification options for easy collaboration between business functions.

Real-time subscriber insights give CSRs a clear view of current or potential issues so they can take proactive steps to troubleshoot. Support teams leveraging the Calix platform can deliver a superior subscriber experience as they continue to differentiate their offerings with managed services thanks to new capabilities such as: Improved visibility at the ONT level and simplified real-time insights for quicker resolutions. Service Cloud provides CSRs with unprecedented information, enabling them to solve service problems and specific subscriber issues without escalating to the operations team.

Automated SMS alerts offer greater visibility into network health and status for both operations and support teams?enabling them to act quickly, share information, and solve problems faster. Subscriber self-service and more ways to drive mobile app adoption. Self-service support options in the customizable CommandIQ® mobile app give subscribers more control over their home experience.

Plus, new email functionality in Service Cloud enables CSRs to send subscribers a mobile app download link, making it easy to set up and personalize their app. Intuitive dashboards provide one-click access to subscriber impacts and service disruptions. New updates to the Operations Cloud dashboard allow teams to act quickly on potential service-impacting issues.

With real-time visibility of active alarms, service disruption alerts, and subscriber impacts, BSP teams can streamline time to resolution during an outage.